Initial Business Response / [redacted] (1000, 16, 2016/11/01) */ Mr [redacted] When an incident like this occurs, it always unfortunateWhen our representative showed up at your residence it was to our understanding you had turned this over to your insurance provider and did not want him to touch or do anythingTurning over to your provider is precisely what we would recommended because your provider is going to want you to be totally satisfied with the outcomeYour provider would then subrogate against our insurance provider to get the settlement worked outWe installed your system 8/11/and this incident occurred 8/15/almost exactly one year laterThe plumbing done at your home for the installation was just fine for that periodFor it to suddenly become improper is a very odd occurrenceWe have yet to be contacted by your insurance providerWe look forward to hearing from your insurance provider so that this incident can be settled [redacted] Initial Consumer Rebuttal / [redacted] (3000, 18, 2016/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your responseAlthough you feel that it is odd that an incident like this occurred, it is not improbableThe fact that we had to call our insurance to get the ball rolling and prevent further damage to our property, does not exempt you from taking responsibility for what happenedWe were in distress and homeless and the least we were expecting from your company was a little bit of sympathy toward our situationThe fact that it took you this long to respond and it was not until we contacted the Revdex.com to hear from you, is unjustifiable If you have not heard from our insurance as of yet, it is because the repairs to the house are not doneThis has been a long process and one that is still ongoingJust a week ago we were finally able to move into our home, but still have no kitchen (area were the damage occurred)
Initial Business Response / [redacted] (1000, 12, 2017/07/13) */ We are very sorry about the unfortunate loss of your home due to the house fire you hadWe also sincerely want to express our regret for the frustration you have had in dealing with Culligan account and service issuesWe did want to explain though, that we were under the understanding from the conversation we had with you on 3/27/that the house was unsafe to go into and we would not be able to get the equipment outWe see that you started having some service issues in December Since you haven't been happy with how the equipment has functioned since that time we have credited your account for all rent that has been billed since December We have also credited all late charges incurred during that timeThe current balance on your account is for the actual value of the equipment minus the rental deposit you paid when the equipment was installedWe would appreciate it if you would make arrangements to pay the remaining balance owed at this time for the equipment that was destroyed by the fire per your lease agreement Initial Consumer Rebuttal / [redacted] (3000, 19, 2017/08/17) */ If that is the case then why did you want to send someone out a week after the house was pushed in to see if they could get it out? You should have done that when we called you the first time! Your junk systems should have a insurance policy on them!
Initial Business Response /* (1000, 5, 2016/10/31) */
Mr. and Mrs. [redacted]
We are sorry for the misunderstanding on your account with Culligan. We will provide to you a copy of the 24-month rental order you signed on 8/20/2014. As you will see, there is no mention of any purchase agreement on...
the order. We will remove the rental equipment or allow a credit of [redacted] of the amount you have paid in rental fees for the 26 months you have had the equipment. Due to your inconvenience, we will also allow the [redacted] install fee to be fully credited towards the purchase. Please let us know what you would like for us to do. In addition, our management team will be working on training with our sales and office staff to ensure that we can avoid this type of issue in the future.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not need a copy of the rental agreement we have one. We explained in our complaint why we are not accepting their offer. Our desired resolution is stated in our complaint also.
Thank you very much. We appreciate your assistance.
Rocco and [redacted]
Initial Business Response /* (1000, 16, 2016/11/01) */
Mr. [redacted]
When an incident like this occurs, it always unfortunate. When our representative showed up at your residence it was to our understanding you had turned this over to your insurance provider and did not want him to touch or do...
anything. Turning over to your provider is precisely what we would recommended because your provider is going to want you to be totally satisfied with the outcome. Your provider would then subrogate against our insurance provider to get the settlement worked out. We installed your system 8/11/2015 and this incident occurred 8/15/2016 almost exactly one year later. The plumbing done at your home for the installation was just fine for that period. For it to suddenly become improper is a very odd occurrence. We have yet to be contacted by your insurance provider. We look forward to hearing from your insurance provider so that this incident can be settled.
[redacted]
Initial Consumer Rebuttal /* (3000, 18, 2016/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. Although you feel that it is odd that an incident like this occurred, it is not improbable. The fact that we had to call our insurance to get the ball rolling and prevent further damage to our property, does not exempt you from taking responsibility for what happened. We were in distress and homeless and the least we were expecting from your company was a little bit of sympathy toward our situation. The fact that it took you this long to respond and it was not until we contacted the Revdex.com to hear from you, is unjustifiable.
If you have not heard from our insurance as of yet, it is because the repairs to the house are not done. This has been a long process and one that is still ongoing. Just a week ago we were finally able to move into our home, but still have no kitchen (area were the damage occurred).
Initial Business Response /* (1000, 12, 2017/07/13) */
We are very sorry about the unfortunate loss of your home due to the house fire you had. We also sincerely want to express our regret for the frustration you have had in dealing with Culligan account and service issues. We did want to explain...
though, that we were under the understanding from the conversation we had with you on 3/27/2017 that the house was unsafe to go into and we would not be able to get the equipment out. We see that you started having some service issues in December 2016. Since you haven't been happy with how the equipment has functioned since that time we have credited your account for all rent that has been billed since December 2016. We have also credited all late charges incurred during that time. The current balance on your account is for the actual value of the equipment minus the rental deposit you paid when the equipment was installed. We would appreciate it if you would make arrangements to pay the remaining balance owed at this time for the equipment that was destroyed by the fire per your lease agreement.
Initial Consumer Rebuttal /* (3000, 19, 2017/08/17) */
If that is the case then why did you want to send someone out a week after the house was pushed in to see if they could get it out? You should have done that when we called you the first time! Your junk systems should have a insurance policy on them!
Initial Business Response / [redacted] (1000, 16, 2016/11/01) */ Mr [redacted] When an incident like this occurs, it always unfortunateWhen our representative showed up at your residence it was to our understanding you had turned this over to your insurance provider and did not want him to touch or do anythingTurning over to your provider is precisely what we would recommended because your provider is going to want you to be totally satisfied with the outcomeYour provider would then subrogate against our insurance provider to get the settlement worked outWe installed your system 8/11/and this incident occurred 8/15/almost exactly one year laterThe plumbing done at your home for the installation was just fine for that periodFor it to suddenly become improper is a very odd occurrenceWe have yet to be contacted by your insurance providerWe look forward to hearing from your insurance provider so that this incident can be settled [redacted] Initial Consumer Rebuttal / [redacted] (3000, 18, 2016/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your responseAlthough you feel that it is odd that an incident like this occurred, it is not improbableThe fact that we had to call our insurance to get the ball rolling and prevent further damage to our property, does not exempt you from taking responsibility for what happenedWe were in distress and homeless and the least we were expecting from your company was a little bit of sympathy toward our situationThe fact that it took you this long to respond and it was not until we contacted the Revdex.com to hear from you, is unjustifiable If you have not heard from our insurance as of yet, it is because the repairs to the house are not doneThis has been a long process and one that is still ongoingJust a week ago we were finally able to move into our home, but still have no kitchen (area were the damage occurred)
Initial Business Response / [redacted] (1000, 12, 2017/07/13) */ We are very sorry about the unfortunate loss of your home due to the house fire you hadWe also sincerely want to express our regret for the frustration you have had in dealing with Culligan account and service issuesWe did want to explain though, that we were under the understanding from the conversation we had with you on 3/27/that the house was unsafe to go into and we would not be able to get the equipment outWe see that you started having some service issues in December Since you haven't been happy with how the equipment has functioned since that time we have credited your account for all rent that has been billed since December We have also credited all late charges incurred during that timeThe current balance on your account is for the actual value of the equipment minus the rental deposit you paid when the equipment was installedWe would appreciate it if you would make arrangements to pay the remaining balance owed at this time for the equipment that was destroyed by the fire per your lease agreement Initial Consumer Rebuttal / [redacted] (3000, 19, 2017/08/17) */ If that is the case then why did you want to send someone out a week after the house was pushed in to see if they could get it out? You should have done that when we called you the first time! Your junk systems should have a insurance policy on them!
Initial Business Response /* (1000, 5, 2016/10/31) */
Mr. and Mrs. [redacted]
We are sorry for the misunderstanding on your account with Culligan. We will provide to you a copy of the 24-month rental order you signed on 8/20/2014. As you will see, there is no mention of any purchase agreement on...
the order. We will remove the rental equipment or allow a credit of [redacted] of the amount you have paid in rental fees for the 26 months you have had the equipment. Due to your inconvenience, we will also allow the [redacted] install fee to be fully credited towards the purchase. Please let us know what you would like for us to do. In addition, our management team will be working on training with our sales and office staff to ensure that we can avoid this type of issue in the future.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not need a copy of the rental agreement we have one. We explained in our complaint why we are not accepting their offer. Our desired resolution is stated in our complaint also.
Thank you very much. We appreciate your assistance.
Rocco and [redacted]
Initial Business Response /* (1000, 16, 2016/11/01) */
Mr. [redacted]
When an incident like this occurs, it always unfortunate. When our representative showed up at your residence it was to our understanding you had turned this over to your insurance provider and did not want him to touch or do...
anything. Turning over to your provider is precisely what we would recommended because your provider is going to want you to be totally satisfied with the outcome. Your provider would then subrogate against our insurance provider to get the settlement worked out. We installed your system 8/11/2015 and this incident occurred 8/15/2016 almost exactly one year later. The plumbing done at your home for the installation was just fine for that period. For it to suddenly become improper is a very odd occurrence. We have yet to be contacted by your insurance provider. We look forward to hearing from your insurance provider so that this incident can be settled.
[redacted]
Initial Consumer Rebuttal /* (3000, 18, 2016/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. Although you feel that it is odd that an incident like this occurred, it is not improbable. The fact that we had to call our insurance to get the ball rolling and prevent further damage to our property, does not exempt you from taking responsibility for what happened. We were in distress and homeless and the least we were expecting from your company was a little bit of sympathy toward our situation. The fact that it took you this long to respond and it was not until we contacted the Revdex.com to hear from you, is unjustifiable.
If you have not heard from our insurance as of yet, it is because the repairs to the house are not done. This has been a long process and one that is still ongoing. Just a week ago we were finally able to move into our home, but still have no kitchen (area were the damage occurred).
Initial Business Response /* (1000, 12, 2017/07/13) */
We are very sorry about the unfortunate loss of your home due to the house fire you had. We also sincerely want to express our regret for the frustration you have had in dealing with Culligan account and service issues. We did want to explain...
though, that we were under the understanding from the conversation we had with you on 3/27/2017 that the house was unsafe to go into and we would not be able to get the equipment out. We see that you started having some service issues in December 2016. Since you haven't been happy with how the equipment has functioned since that time we have credited your account for all rent that has been billed since December 2016. We have also credited all late charges incurred during that time. The current balance on your account is for the actual value of the equipment minus the rental deposit you paid when the equipment was installed. We would appreciate it if you would make arrangements to pay the remaining balance owed at this time for the equipment that was destroyed by the fire per your lease agreement.
Initial Consumer Rebuttal /* (3000, 19, 2017/08/17) */
If that is the case then why did you want to send someone out a week after the house was pushed in to see if they could get it out? You should have done that when we called you the first time! Your junk systems should have a insurance policy on them!